Reporting unavailable trunk-related resources for a predictive dialer using a dynamic pacing algorithm
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United States of America Patent
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Aug 19, 2014
Grant Date -
N/A
app pub date -
Feb 3, 2014
filing date -
Jun 27, 2012
priority date (Note) -
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Abstract
A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect and provide notifications of such conditions to allow effective diagnosis of the cause of degradation of agent performance.
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